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Major Billing Error
Logged into MyTelus having received an email that the bill was ready. Being a new customer I was anxious to review the bill even though I’m set up on pre-authorized payment. There were a few issues which, when I called in, were quickly corrected & the amount owed was down to $284.14. About a week later, I logged in to PAY the bill (*early) & to my shock, the owed amount now reflected $1,284.14. For some reason, $1,000 had been added to my balance with no explanation or notification. Called c/s, waited 31mins to speak to someone who was not helpful & seemed baffled. They transferred me to the dept that makes payment arrangements for some reason. Wrong dept but the rep there was kind enough to review the account & confirmed an error was made but did not have the mechanism to issue credits, so transferred me to a 3rd person who after 2hrs:47mins accepted the issue was in-error & that I would get a call back in 48hrs confirming the credit being applied. That whole back/forth took a total of 4hrs:09mins in the middle of a work day. Of course 48hrs came/went, no call, no credit. Finally after 5 days a call, but with no resolution. Asked to wait “another couple of days”. I have since paid the $284.14 leaving the $1,000 on the acct. Now worried b/c my bill is due in 3 days! I can afford to pay the $1,000 to keep my account in good standing, but why should I have to? Read through other similar threads seeking guidance only to learn, apparently this issue is NOT unique to me. Several other Telus users have experienced the same thing, sometimes taking WEEKS to get resolutions in some cases. Being new to Telus, this is NOT a good start… Can they just add 100s of dollars to an account w/o explanation or notice & make it next to impossible to get the matter resolved? My credit card will be charged in TWO days & there appears to be nothing happening & nothing I can do about it.
Hi PMICHAEL23 We would like to look into this situation. Please expect a private message from us
11 Replies
Retired telus customer service rep. We would know why the $1000. We would check it one of two ways. 1st check for any billing orders (they disappear after a time frame)if not take a look at differences between bill and products on the account, then we tell you what was found. Usually on a bill there's a description by the charge and you haven't said what it shows. We look at comments on the account plus known issues. We are supposed to do a case for follow up, we give you the case number. Cases are handled by the ordinal rep and if not available then case assigned to another rep. If necessary we have a internal system were we can ask them to look at a account as a double check. I had a very high credit limit I could approve as I had 28 years experience. Sometimes the credit is too high even for me, then a manager needs to approve. I email the manager to look at the credit and put there ID in the notes on the credit, in the comments on the account and in the case. The rep needs coaching, 99 percent of the time I can handle in one call. Definitely not handled well
- My first contract with Telus was from May 2024 to May 2026, with a rate of $45 per month. However, Telus updated the contract and increased the price from $45 per month to $50 per month. My current contract started last November. I was charged $263 last month, which might be a price adjustment since I wasn’t charged in December or January. I’m not sure if the amount is correct, though, because there was no price breakdown provided. Now, I’ve been charged $140 again, and I’m shocked! I want Telus to give me an explanation
- C_Fun
Community Manager
Please send a private message TELUS_Support with your account details, and we’ll look.
I hope you cancelled it now!
No, unfortunately I can’t… I’m on contract so there was nothing I could do, but pay the $1,000 to maintain my good-standing on my acct. It’s shameful what Telus seems to have gotten away with here. It’s unacceptable that a company can admit they messed up, can admit they made an error & STILL get away with billing & receiving $1,000 from a customer. What if, like many I couldn’t afford to pay an unexpected $1,000? The public needs to be informed that Telus can do this, with no recourse. I am actively looking into media sources that can bring this sort of thing to the attention of the public. Global News, consumer advocate producer reached out on Friday…
Did you cancel the pre authorised payment before $1000 is taken?
That’s what I should have done, but no, I didn’t… Telus took the $1,000 yesterday. I spent almost 4hrs on the phone with various reps at various levels, all of whom agree this was an error, but all said there’s NOTHING they could do! It’s infuriating & absolutely the WORST c/s I have ever experienced. So Telus messed up, but the customer pays the price to the tune of $1,000… on the plus side, my account remains in good standing which is important to me. I never allow any of my bills to paid late. If I wasn’t on contract, I would have cancelled ALL my Telus services yesterday
TELUS_SupportOfficial Support Team
Hi PMICHAEL23 We would like to look into this situation. Please expect a private message from us
I would sincerely appreciate any help!
There's information on the internet why a charge of $1000 is on a account
